15 YEARS - Zain

Caring for Our CustomersAt Zain Jordan, we continuously strive not only to enhanceour customers’ experience, but also to ensure they feelappreciated, respected and are protected from any form ofmobile misuse or security breaches.RespectAppreciating our CustomersTwo-way CommunicationWe highly appreciate our customers and value their feedbackand comments. Thus, we ensure that communicationchannels are always available and easy to use to encouragethe dialogue between Zain Jordan and customers, ultimatelyfostering a better relationship through enhanced services.ProtectCUSTOMERCAREOBJECTIVESAppreciateCommunicationChannelCallCentreShops►►DetailsFeedback is logged through Call Reason System andlooked into on a daily basis. Top management reports areproduced once a week.Through our ‘How Can We Serve You Better?’ initiative tocollect feedback, or through one-to-one meetings withcustomers. Reports are produced three times a month.Our customer care department, in collaboration with otherdepartments, ensures the delivery of the highest standardsof customer care throughout every step of the customer’sjourney with three focused objectives spanning the whole ofthe customer journey: appreciating, respecting and protectingthe customer.Customer SatisfactionCustomer Satisfaction Rating(out of 10)2008 2009 2010 2011 Target- - 7.8 8WebsiteSocialMediaSurveysFocusGroupsStreetBeat►►►►►Feedback is collected through the ‘Contact Us’ page onthe website then channelled to Customer Care for furtheractions. This is an ongoing daily process.Feedback is collected through Facebook and Twitter - a newstream for collecting recently initiated in November 2010.Customers are encouraged to provide their feedbackthrough satisfaction surveys conducted by the CustomerCare team.Customer Care conducts various Focus Groups to collectcustomers’ feedback.Customer Care goes down to the street and askscustomers directly for feedback.53